ARR Support Engineering Manager at Microsoft (Charlotte, NC)

| Charlotte, NC
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Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
We are looking for an intellectually curious, customer-obsessed Support Engineering Manager, who has a demonstrated track record in building teams through effective and strong leadership and has empowered people to help customers succeed. As a Support Engineering Manager (SEM), you will focus on building and leading a high performing team of engineers. You will be responsible for ensuring our teams provide a positive support experience, which includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems for Microsoft customers. You will represent Microsoft to our customers and will work directly with our most relevant internal groups to drive change that enhances the customer experience. You will act as the voice of the customer to internal audiences such as the Microsoft Engineering Group, leveraging the culture of customer obsession at Microsoft to empower every person and every organization on the planet to achieve more.ResponsibilitiesPeople Management
  • Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
  • Model - Live our culture; Embody our values; Practice our leadership principles.
  • Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
  • Care - Attract and retain great people; Know each individual's capabilities and aspirations; Invest in the growth of others.

Customer Resolution
  • Manages team to ensure resolution of highly complex (e.g., longer running issues, more sensitive issues, or visibility with senior leaders) escalation issues or acts as a primary contact for escalated issues. Collaborates with various internal and external teams to resolve customer issues and identify opportunities for improvement. Communicates with customer to understand their issue and improve their experience. Provides coaching, mentorship, or support to Support Escalation Managers in the resolution of customer issues.
  • Leads cross-regions, cross-group, or cross-business unit initiatives to improve customer support experience for a group of customers or customers that have a global span. Represents leadership as subject matter experts of a particular area.
  • Reviews status updates for highly complex escalation issues to ensure quality and timeliness.
  • Creates and/or leads strategic processes to improve resolutions times, customer satisfaction, and increase efficiency.
  • Identifies and drives opportunities within team and across stakeholder groups in postmortem discussions to remediate future issues.

  • Collaborates with teams to remove roadblocks to ensure customer issues are resolved. Resolves systemic problems.
  • Owns escalated issues and manages customer incidents to identify and remove barriers. Ensures existing processes are not a blocker to customer issue resolution. Mentors other Support Escalation team members on how to handle moderate to highly complex cases.

  • Drives conference calls or meet on-site to manage customer and field expectations around response and resolution and represent the company. Ensures senior leaders stay informed to the response and resolution status of customer issues. Communicates and influences internally to drive resolution. Ensures alignment internally around customer and field expectations around response and resolution.
  • Develops and maintains relationships with internal teams, partners, and senior leadership.

Process Improvement
  • Removes barriers around systematic issues and process breakdowns to ensure resolution/progress. Creates strategy for process improvements and leads project or workgroup to improve internal processes.
  • Reviews executive summaries to identify patterns and creates strategies to resolve reoccurring issues..

  • Owns and leads relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes.

  • Embody our culture and values
QualificationsRequired/Minimum Qualifications
  • 7+ years operational excellence, delivery management, account management, sales, or vendor management experience
    • OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years operational excellence, delivery management, account management, sales, or vendor management experience .
  • 3+ years experience of people leadership.
Additional or Preferred Qualifications
  • Project management experience.
  • Experience working with Microsoft products and services.
  • Information Technology Infrastructure Library (ITIL) Foundation Certification.
  • 5+ years of People Management
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
More Information on Microsoft
Microsoft operates in the Infrastructure as a Service (IaaS) industry. The company is located in Redmond, WA. Microsoft was founded in 1975. It has 206870 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 211 open jobs at Microsoft, click here.
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